the concept

cleanness

This hotel is a main attraction in Antigua for its museums and beautiful restorations. The rooms are lovely. Because it is so pricey I would not stay more than one night, which is more than enough to get the feel of this unique hotel.

spa is breathtaking, would go again. The room was clean and nice and the staff very helpful.

Beautiful setting with friendly staff and good facilities. Bedroom was comfortable and spacious. Spa is very nice to retreat from the bustle.

Limited restaurants and signage poor.

The deluxe suite accommodations were great for my family of 4. We loved the room service and daily turndown service.

This is our 2nd time visiting. Our first visit was last year. I did not like the construction work being done in the pool area while the pool was opened. I wondered if the work could be done during the closed hours. Also, there was a lot of debris in the pool. It looked like the pool was not vacuumed daily as it should. The pool is the best feature for families. It should be well kept. The adjacent jacuzzis were too dirty to use. Thankfully, our suite had a clean one for us to enjoy.

this hotel is 5* for a reason. the amenities, the standard. the beauty. it’s amazing

the reception staff, including the manager gave very mixed messages. we weren’t told beforehand that we would have to place a £350 deposit in addition to the price we paid for our holiday stay. usually hotels hold and amount on your card and then release it upon exit. when I made the deposit, the man on reception said that this would be returned back to my bank account as soon as we check out. when we checked out, we were told that this wouldn’t be the case because of a ‘miscommunication’. this was told to us by the reception manager, who blamed us. my friend that I travelled with, speaks Spanish as a first language so she said how could it be a miscommunication when we spoke in Spanish, it was an issue from their side. then one of the manager’s team members held her arm to calm her down it seemed because she was shouting at us. we couldn’t believe it! never had this issue with a hotel before. the outcome is that we have now told it would be returned to my bank in 2-3 weeks which is a lot of money to be missing. we also got charged for the bottles of water left in our bathroom which had no sign to say they had a cost. I’ve also been sent invoices in spanish with no explanation of what they are since checking out.

The room was nice and cozy and the spa facilities are great. The guest had a lovely dinner and a relaxing time at the hotel (the booking was a present).

I booked a night in Hotel Casa Santo Domingo as a present for someone else. I contacted them and requested to pay in advance, so the guest wouldn't need to pay on arrival. They sent me a visa link to complete the booking and make the payment, and I paid using my credit card. After a couple of days I noticed that they had charged me TWICE. I contacted them again and they explained to me that one time was just a hold to guarantee the booking and the other one was the actual payment. By the way, I never authorized them or Booking.com to pre-authorize the amount to guarantee the booking. They said they would release the hold on the credit card immediately and apologised for the inconvenience. To this day, more than two weeks later, the hold hasn't been released. And the problem doesn't end there.. when the guest arrived they also held on to a deposit from their credit card, for the same amount as they had already charged and held a deposit from me. So that's a TRIPLE CHARGE altogether, each of 300USD. That's outrageous! I'll never book with them ever again after this. We have collectively, me and the guest, been temporarily charged 900USD for a stay that was already, in my opinion, excessively priced at 300USD. Contacting them via email, WhatsApp or Booking.com is highly inefficient. They either ignore the messages or can't help because the person responding doesn't have full access to the booking details. I was advised that the only way to get the problems sorted was by calling, which for me is inconvenient since I live abroad. They are unorganised as well, you have to explain the same things over and over to different people. To me it seems that the staff is just following the managements directives, and is not given any autonomy to be able to offer real help and quality customer service. Shameful management and customer service in general from the booking side.

This hotel is so beautiful! The rooms are amazing, definitely book a service at the spa as well. I always stay here when visiting Antigua

everything! the room bed linens spa pool service restaurant museums hospitality location honestly one of the best hotel experiences we have ever had and we travel WEEKLY!

location and the beauty of the property

customer services, needed some training

it is a beautiful place; with lots of plants so peaceful and historic place. we love it

actually; it is nothing that we can complain about it

A second visit here; it’s just the best!

Only wish that there was more regulation as lots of people on the phone and even laptops (!) in the spa area.

Room was great. Location quite but within walking distance to the centre. Property was immaculately kept with a huge garden. Very clean. Lots of restaurants & bars around. Easy to get around. Pool was an asset.

Staff at front desk needs to be more pleasant. Definitely having English speaking willing to assist would be a great help

The hotel itself. The ruins, artifacts, trees... harmonized into beautiful art with its long history, yet it was very comforting to sit and walk around. Swimming pool was nice with children(lukewarm water when it gets chilly). It has a nice view and surroundings(old trees, birds, old fountains and ruins). Nice to walk around the whole place including museums which is complimentary for hotel guests. Breakfast area was nice with good quality foods. Hope there are fresh salad or vegetables options added. Staffs were very attentive and kind. Maintenance staffs were really into their jobs which made the hotel maintain its history and beauty.

I knew some parts of the hotel was under renovation, but I did not expect to get a room(Junior Suite) with renovation ladder and sound right in front. It is not a standard room and it was very stressful to know i spent my money on that kind of room. Hotel changed the room later, but had to downgrade my room since they say there was no more Junior Suite option(money wasted). They did try, but I had to waste my time going back and forth(time wasted). Hotel should have informed me at the check in counter. It is a 5 star hotel and staffs shouls be more equipped with English capability. Not all visitors are from spanish speaking countries. And English... I am not asking for too much.

Great place and we really enjoyed the hotel plus the museum and ruins on site.

it’s so big and so beautiful.

I liked everything about it.